NewSmileReviews of newsmilelife.com

Good service

If the rating was only on Aaron in customer service it would be five stars. He was a godsend as I was feeling a bit lost before that email correspondence. There are a few things I noticed so far in this process that could use some work. The QR code in the Impression Guide book did not work for me, nor did replying to your text message that I needed help. The chatbot on your website didn't really get me anywhere either. Aaron helped me via email. I did not see an option to get smaller trays when I initially ordered. I think a choice in tray size with a size guide would have saved you from having to send out a new kit after I botched the first impressions (and tore up the corners of my mouth). Also, if you added a faster shipping option it would be nice. I know I would have gladly paid extra to get them faster. I have heard great things about NewSmile and I am excited to get started.

Excellent customer service with Marion. She responded to my inquiry immediately and included all the information I requested. Much appreciated!

I purchased treatment on December 7, 2025 and still have not been able to begin. I completed two impression kits following all instructions provided (video + updated guidance). Both were rejected as non-workable, and I am now being asked to attempt a third. Communication has been inconsistent. Some replies were helpful, but others were repetitive or did not address my questions. I also had to follow up myself regarding an order placed on April 3, 2026 that still hasn’t shipped. After multiple attempts and over four months, there is still no clear path forward

New Smile straightened my top and bottom teeth. The retainers have been keeping them straight for a few years!

Excelente atencion Elizabeth es muy amable, muchas gracias ❤️

I ordered retainer for my 13 year old from smile. Easy instructions. Joanna helped us very well when we had some questions. We would highly recommend.

Response from customer service for help with impressions severely delayed. Sent impression in anyhow, noted as received with no follow up from company. Ended up requesting a refund - request went unanswered. Filed a fraud compaint with cc company. Suddenly get a response back from company, which offered a few freebies to have me complete new impressions. I declined and requested a refund... 5 times. They kept emailing me back offering another freebie, etc. Still waiting for rresolution - going on 4 months. Can't speak to the aligner quality, but would assume if the baseline customer service is this poor, product likely isn't great.